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AURAKHEM Return & Refund Policy

At AURAKHEM, every order is handled with care and attention to detail. We want every purchase to feel considered, secure, and worthy of the AURAKHEM experience.

If something is not right with your order, please contact us. Our team will review your request carefully and work with you toward an appropriate resolution in accordance with this policy and applicable consumer protection laws.

30-Day Return Policy

Unless otherwise stated in this policy or required by applicable law, eligible items may be returned within 30 days from the date of delivery.

To qualify for a return, the item must generally be:

• In the same condition in which it was received
• Unused, unworn, unaltered, and unmodified
• Complete with all original parts, accessories, manuals, and components
• Returned in its original packaging where reasonably necessary
• Accompanied by valid proof of purchase

Items showing signs of use, installation, alteration, improper handling, accidental damage, misuse, or damage occurring after delivery may not qualify for return.

No Restocking Fee

AURAKHEM does not charge a standard restocking fee on approved eligible returns.

However, where permitted by applicable law, deductions may apply if an item is returned incomplete, materially damaged, missing accessories, or in a condition that reduces its value due to handling beyond what is reasonably necessary to inspect the product.

How to Request a Return

Before sending any item back, please contact:

AURAKHEM Customer Support
Email: nashwaafifi448@gmail.com

Please include:

• Your order number
• The name used when placing the order
• The email address associated with the order
• The product you wish to return
• The reason for the return
• Clear photographs or videos where relevant

Do not send a product back before receiving return authorization and return instructions from AURAKHEM.

If your return is approved, we will provide instructions explaining where and how the product should be returned.

Because AURAKHEM may work with multiple fulfillment locations and suppliers, the authorized return address may differ depending on the product and destination.

Products sent to an unauthorized or incorrect address may be delayed, refused, or may not qualify for a refund.

Return Shipping

For standard or change-of-mind returns, customers are responsible for arranging and paying for return shipping unless otherwise required by applicable law.

We strongly recommend using a trackable shipping service and keeping your shipping receipt and tracking information until your return has been fully processed.

Original shipping charges are generally non-refundable unless:

• The product was damaged or defective upon arrival
• An incorrect product was sent
• The issue resulted from an error by AURAKHEM, our supplier, or the carrier
• Applicable law requires otherwise

If a return is required because of a verified mistake attributable to AURAKHEM, our supplier, or the carrier, the customer will not be responsible for reasonable return shipping costs where required.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

Contact us as soon as possible if your item arrives:

• Damaged
• Defective
• Incorrect
• Missing essential components
• Materially different from what was ordered

We may request photographs, video, packaging images, shipping labels, or other reasonable evidence to help us evaluate the issue.

Once reviewed, an appropriate resolution may include:

• Replacement
• Refund
• Partial refund
• Replacement component
• Another reasonable solution depending on the circumstances

Please do not dispose of a damaged product or its packaging until we confirm that it is no longer required for review.

Change-of-Mind Returns

Eligible products may be returned within the applicable 30-day return period if you simply change your mind, provided they satisfy the return conditions described in this policy.

For voluntary or change-of-mind returns:

• Return shipping is paid by the customer
• Original shipping charges are generally non-refundable
• Products must remain in eligible return condition

Mandatory consumer rights provided by applicable law remain unaffected.

Candles, Lighting & Home Décor

Due to the nature of certain AURAKHEM products, additional return conditions may apply.

Candles

Candles that have been burned, lit, significantly used, melted through improper storage, damaged after delivery, or otherwise altered may not qualify for a standard return.

Lighting Products

Lighting products that have been permanently installed, wired, modified, damaged during installation, or used in a manner that materially changes their condition may not qualify for a standard change-of-mind return.

This does not affect your rights where an item is defective, damaged on arrival, incorrectly supplied, or where applicable law provides additional protections.

Non-Returnable Items

Certain products may not be eligible for return due to hygiene, safety, customization, or product-condition considerations.

These may include:

• Personalized or custom-made products
• Gift cards
• Products clearly identified as final sale
• Products modified after delivery
• Products damaged through misuse or improper installation
• Used or burned candles
• Lighting products whose condition has materially changed through installation or use
• Products returned without essential original components
• Items that cannot reasonably be resold because of customer-caused damage or alteration

If you are unsure whether your item qualifies, please contact us before returning it.

Nothing in this section limits any mandatory rights available to consumers under applicable law.

Exchanges

AURAKHEM does not guarantee direct exchanges.

Where appropriate, the fastest way to obtain another product, model, variation, or design is usually to complete an approved return and place a new order separately.

If you received a damaged, defective, or incorrect product, contact us before placing another order so we can review the matter first.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

If approved, the refund will be issued to the original payment method, unless otherwise agreed or required by law.

After AURAKHEM processes the refund, your bank, card issuer, payment provider, or financial institution may require additional processing time before the funds appear in your account.

These processing times are controlled by the relevant payment provider and are outside AURAKHEM’s direct control.

Partial Refunds

Where permitted by applicable law, a partial refund may be considered if:

• Components or accessories are missing
• The item has been damaged after delivery
• Packaging is materially damaged where it is necessary to the product’s value
• The product shows handling beyond what is reasonably necessary to inspect it
• Only part of an order qualifies for reimbursement

Any deduction will be assessed reasonably and in accordance with applicable law.

Order Cancellations

Orders may be cancelled at any time before fulfillment.

Once an item has been fulfilled, the order can no longer be cancelled through our cancellation process.

If the order has already been fulfilled, shipped, or delivered, you may still be eligible to request a return under this Return & Refund Policy.

To request cancellation, contact us as soon as possible at:

nashwaafifi448@gmail.com

We strongly recommend contacting us promptly if you wish to cancel an order.

Order Changes

If you need to change an address, product selection, quantity, or other order information, contact us as soon as possible.

We will make reasonable efforts to accommodate the request before fulfillment.

However, certain changes may not be possible once fulfillment preparation has progressed.

Lost or Delayed Returns

Customers are responsible for following the authorized return instructions provided by AURAKHEM.

For customer-paid returns, we strongly recommend using a trackable shipping method.

AURAKHEM cannot guarantee receipt or processing of packages sent:

• Without authorization
• Without tracking
• To an incorrect address
• To a location other than the authorized return destination

Customers should retain proof of return shipment until the refund process is complete.

Refused or Undeliverable Packages

If an order is returned because:

• An incorrect or incomplete address was provided
• Delivery attempts were unsuccessful
• The customer refused delivery without prior authorization
• Required customs or delivery procedures were not completed
• The customer failed to collect the package within the carrier’s required period

any refund may, where legally permitted, be reduced by reasonable shipping, return transportation, customs, carrier, or related charges incurred as a result.

International Orders

Return rights, shipping requirements, customs obligations, and consumer protections may vary depending on the customer’s country or region.

For voluntary international returns, customers may be responsible for:

• Return shipping charges
• Customs documentation
• Duties
• Taxes
• Brokerage fees
• Other return-related charges

unless the return results from an error attributable to AURAKHEM or applicable law requires otherwise.

AURAKHEM is not responsible for delays caused by customs authorities, international carriers, or incorrectly completed return documentation.

European Union / EEA Customers

Customers located in jurisdictions that provide statutory withdrawal rights may have additional rights beyond this policy.

For certain eligible distance purchases delivered within the European Union or European Economic Area, customers may have a statutory right to withdraw from the purchase within 14 days, subject to applicable legal conditions and exceptions.

Where mandatory consumer law provides protections that are more favorable than this policy, those mandatory rights will prevail.

Consumer Protection Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or waive any consumer right that cannot legally be excluded under the laws applicable to your purchase.

Where this policy conflicts with mandatory consumer protection law, the applicable legal requirement will take precedence.

Policy Abuse & Fraud Prevention

AURAKHEM reserves the right, where legally permitted, to review or decline return or refund requests involving suspected:

• Fraud
• Return abuse
• False damage claims
• Product substitution
• Repeated misuse of the return process
• Manipulation of payment disputes
• Items that do not match the product originally supplied

This provision does not affect legitimate consumer rights or genuine claims involving damaged, defective, or incorrect products.

Contact Us

For questions regarding returns, refunds, cancellations, damaged products, or an existing order, please contact:

AURAKHEM Customer Support
Email: nashwaafifi448@gmail.com

Please include your order number whenever possible so we can assist you efficiently.